10 — Orders, tickets and transfers
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What it is
An order is a purchase: who bought, what, and what they paid. A ticket is one person's way in. An order for four tickets is one order and four tickets, each with its own QR code.
The order never changes. Tickets can be handed on, refunded or used, and the order stays as the record of what was bought.
What your buyer gets
As soon as payment goes through:
- A confirmation page, with their order and their tickets. The link is private to them and works without an account.
- An email with every ticket attached as a PDF, each with its QR code.
- Their tickets in My Tickets, if they sign in with the email they used.
Each ticket can be downloaded on its own, or all together in one PDF. Extras bought with the order — drink tickets, parking — come with their own codes.
If the page says tickets are being generated, that takes a few seconds. The order is already confirmed.
Order numbers
Every order gets a number like ORD-2026-00142. Numbers aren't a count of your
sales — they're shared across the platform and can skip.
Your orders
Orders on your event lists every purchase, newest first, 50 to a page: the buyer, what they bought, what they paid, whether each ticket has been scanned in, and whether any ticket has been sent to someone else. The totals at the top cover every order: orders, tickets sold, revenue after refunds, and how many people are in.
Search by order number, the buyer's name or email, or the name on a ticket. You can also show only refunded orders, pending ones, or refunds waiting for approval.
Fixing a name
Open an order and choose Edit next to the name on a ticket. The change is recorded with who made it. Anyone on your team who can see attendee details can do this, so door staff can fix a typo on the spot.
Who checked someone in
Each ticket that's been scanned in shows when, by which team member, on which scanner and at which entrance. Useful when someone says they never got in, or two people turn up with the same ticket.
Resending tickets
Choose Resend on an order when someone can't find their email. Each ticket goes to whoever holds it now: the buyer gets theirs, and anyone a ticket was transferred to gets that ticket. You can resend the same order up to 5 times an hour.
Buyers can also resend their own tickets from My Tickets. There they also see any tickets that are no longer theirs, and why: refunded, or sent to someone.
Transfers
A buyer who can't go can send their ticket to someone else.
- They choose Send ticket on the ticket in My Tickets and enter the other person's email.
- The other person gets an email with a link. They can accept straight away, without making an account.
- On accepting, they get a brand new ticket with a new QR code. The original ticket stops working immediately, so a screenshot of it won't get anyone in.
Until it's accepted, the sender can cancel and the recipient can decline; the ticket stays with the sender either way. An offer that isn't accepted lapses after 7 days, or when your event ends.
Everyone hears how it ended: the sender is emailed when the ticket is accepted, declined or not accepted in time, and the recipient is emailed if the sender takes it back or the ticket is refunded.
What moves and what doesn't
- Upgrades on the ticket go with it. If the buyer paid for Express Entry on that ticket, the new holder has it.
- Other extras stay with the buyer. Drink tickets and parking bought on the same order aren't handed over with a ticket.
- The purchase stays with the buyer. The new holder never sees what was paid.
- A ticket that's been scanned in can't be transferred.
- A ticket with a refund waiting for approval can't be transferred. And if a ticket is refunded while an offer is waiting, the offer is withdrawn.
Turning transfers off
Transfers are set per ticket type. Turn them off for a tier and those tickets can't be sent on — useful for named or ID-checked tickets. Buyers are told before they buy.
You can also stop one order's tickets being sent on, for example comps for a named guest: open the order and choose Stop these tickets being sent to anyone else. Any transfer already waiting on them is cancelled. You can allow it again the same way.
Scanning a ticket with a phone
A ticket's QR code opens a simple page if someone scans it with their phone camera. It shows the event, ticket type, date, and whether the ticket is valid, already used, no longer valid (transferred), refunded or cancelled.
It doesn't check anyone in, and it doesn't show whose ticket it is. Nothing on the website can check a ticket in. Only the scanner app can, on a phone your team has signed in to and registered for your event. A photo of a QR code, or a link to it, can't be used to mark a ticket as used. See The door.
A QR code still works like a paper ticket at the door: if someone copies it and arrives first, they get in and the real holder is refused. Your staff see who was let in on it, when and where, so it can be sorted out on the spot.
Good to know
A transferred ticket's buyer can't see it any more. Once someone accepts a ticket, it disappears from the buyer's confirmation page, downloads and My Tickets, so only the new holder has a working QR code.
Refunded tickets lose their QR code everywhere. They disappear from your buyer's confirmation page, downloads, emails and My Tickets, and from the page of anyone they were transferred to. At the door they're refused as refunded. They stay on your Orders page as a record. See Getting paid.
Buyers without an account still get everything. An account is made quietly from their email, so if they later sign up with that address, their tickets are already there.